Responsibility for the worldwide Crew Engagement Department, managing a team of Engagement Managers, Trainers and Consultants to deliver an In-flight Experience to all our customers and crew.Project Manager and Work-stream Lead for Crew Engagement with all new business, hosting weekly internal and external meetings, establishing training and engagement needs and requirements, ensuring timelines are met.Design and development of innovative and interactive In-flight Retail Training for Cathay, Etihad, Swiss, Eurowings and SunExpress to ensure Crew have the necessary skills to deliver an Onboard Retail Experience for their Guests.Design and development of Incentive Programs for Aer Lingus, Ryanair, Etihad and Cathay to drive SPP/APS and reward Crew for delivering an In-flight Retail Excellence.Liaising with Airline customers to evaluate and develop training, Train the Trainer and Incentive needs and assisting with Service Delivery and Performance Management. Crew Event planning and delivery including Product Roadshows and Award Events for Eurowings, Etihad and Aer Lingus.

Line Manager for cabin crew based at Belfast City and London Gatwick and Interim Base Manager for Washington DC reporting to the Manager of Bases and Central Operations, Dublin.Achieved highest employee engagement results within In-flight Services achieving “Best Practice” status in 2013. (Score Management Consultancy, NL)Designed, implemented and developed a cabin crew performance management program with excellent measurable results. Designed, and developed a new crew promotion process through continuous assessment.Proven record in absence management achieving excellent yearly average.Designed retail incentives to successfully grow in-flight retail throughout the company. Belfast In-flight Retail grown YOY.Strong safety and retail focus ensuring targets are met and exceeded. Ensured consistent delivery of all aspects of on-board customer service resulting in the base winning Best Airline to Europe ex Belfast (2009-2013), Best Domestic Airline ex Belfast (2014-15)and Best Airline from Belfast City Airport (2016) at the Northern Ireland Travel and Tourism Awards.Excellent Guest satisfaction results when measured against company results.Experience solving IR issues and pay negotiations.Project managed loss prevention, retail and engagement strategies for in-flight Services.Designed the “i-connect” Inflight Retail Training course with measureable results.Recruitment and selection up to an including management level.Designed and presented the Aer Lingus Airline of the Year Presentation 2015. Achieved exceptional feedback and awarded ISPY Airline of the Year 2015 by and audience of Sponsors, Airline Management and competing Cabin Crew.

Star Class Manager of the Belfast base reporting to the Cabin Crew ManagerResponsibility for the day to day running of the base and its 40 plus employeesInstrumental in designing and implementing local incentives, resulting in the base exceeding company targets by 15% in sales and 5% in customer service levels.Created, formatted and trained the role of the In-flight Product Specialist and was instrumental in bringing the project from infancy to launch in October 2007.Monitoring the progression and development of all cabin crew ranks. MSP sales motivator with personal seasonal targets exceeded by 20%.

• Carried out team briefings on in-flight procedures, safety and customer needs.Involved in group selection of new employees.Attended management meetings to improve in-flight cabin service and review service level agreements between departments.Created a positive company image through media events maintaining high standards of presentation.Handled several on-board emergency situations in a calm positive manner.

Operated the department within the constraints of a budget.Maintained staffing levels, allocation of all annual leave, sickness management and the recruitment and selection of new staff.Carried out a wide range of microbiological, analytical and quality control testing on raw materials and finished products and reported results to senior management.